Handmade to order
Each and every Surella flower is lovingly hand prepared at our studio in Kent,
the Garden of England. Please read the information below to find out our delivery and returns policy.
Delivery
- Your flowers will arrive in 100% recyclable packaging, either as a letterbox or in a larger flower box containing a hand tied bouquet. If you have purchased one of our Minis, your box will contain both the vase and stems carefully and securely packaged within one box. All Surella flowers are lovingly gift wrapped in recyclable kraft or tissue paper and are accompanied by a care card for your information.
- Delivery is £3.99, or free if you spend over £60. We deliver throughout the United Kingdom, however, there is a small extra delivery charge of £2.75 for the following postcodes: BT – Northern Ireland, HS – Outer Hebrides, IM – Isle of Man, ZE – Shetland Islands, IV – Inverness, KW – Kirkwall
- We aim to dispatch your order by the next working day. Please allow 2 – 3 working days for delivery from the date of dispatch.
- You will receive an order confirmation email once your order is complete, followed by a separate email when your order is dispatched. Your dispatch confirmation will include your tracking reference number and information on what to do if you need to rearrange your delivery.
- Please ensure you have provided the correct delivery address. We do not accept any liability for incorrect address details leading to incorrect deliveries. If you realise you have made a mistake, please contact us ASAP at support@surella.co.uk and we will see what we can do to help. Please note, if your order has already been dispatched, unfortunately, we will not be able to amend any details.
- Surella is not liable for any deliveries unable to be fulfilled due to forces beyond our reasonable control, such as severe weather, mechanical breakdowns, or road traffic accidents.
Returns
- As we are working with a natural product, every stem is unique and will differ slightly from the picture on the website. Unfortunately, we therefore cannot accept returns on any of our products, unless they are incorrect or damaged.
- On receiving your order, please inspect it immediately and if your goods are damaged, or you have received an incorrect product or quantity, please contact us as soon as possible at support@surella.co.uk to arrange a refund or exchange. Please include pictures in your message where possible.
- Please note, once your order has been prepared, packaged or dispatched, it cannot be cancelled. If you wish to cancel your order, please email us at support@surella.co.uk as soon as possible, and we will look into whether this is possible.
